The Role: We are seeking an IT Operations Technical Support Engineer to provide technical\-level support to vendors and internal stakeholders, including the build\-out and support of new workflows. This role focuses on ensuring system reliability, efficient incident resolution, and continuous operational improvement. Responsibilities: * Provide remote technical support to identify, troubleshoot, and resolve software and system issues. * Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system\-level diagnostics. * Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes. * Investigate and resolve complex issues through detailed log analysis and structured troubleshooting. * Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions. * Maintain system stability and performance by performing cache updates and validating system consistency. * Escalate unresolved or high\-impact issues to appropriate internal teams with clear technical context. * Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python. * Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution. * Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort. * Contribute to operational documentation and knowledge sharing to support consistent issue resolution. Requirements: * Bachelor’s degree in Information Technology, Computer Science, or a related field. * Strong understanding of Linux and AIX commands, including file operations, permissions, and process handling. * Ability to write ad\-hoc SQL queries (DB2, MySQL, SQL Server). * Experience analyzing system logs and troubleshooting production issues. * Familiarity with environment variables and system configurations. * Basic Microsoft Office skills. * Knowledge of XML. * Excellent written and verbal English communication skills. Nice to have: * Experience with Point\-of\-Sale (POS) systems. * Python scripting experience. * Exposure to Power Automate and Power BI. IMPORTANT!! This position operates on a 24/7 support model with rotating shifts. Shifts are 8 hours per day, 5 days per week, and may include: * 8:00 AM – 5:00 PM * 4:00 PM – 1:00 AM * 1:00 AM – 10:00 AM * 10:00 AM – 7:00 PM Workdays may fall between Monday and Sunday based on team scheduling. Wakapi Web